Quick Answer
The Gorgias Wrike integration bridges customer support and project management by connecting your help desk with your task tracking system via Zapier & Make (no native integration). This setup is ideal for operations and support teams looking to automatically create a Wrike task whenever a high-priority support ticket is flagged in Gorgias to streamline cross-departmental bug resolution.
Gorgias vs. Wrike: Tool Overview
| Feature / Attribute | Gorgias | Wrike |
|---|---|---|
| Category | Customer Support | Project Management |
| Starting Price | $10 per month for up to 300 billed tickets (Basic plan) | $10 per user/month, billed annually (Team plan) |
| Core Feature 1 | Centralized omnichannel inbox | Interactive Gantt charts |
| Core Feature 2 | E-commerce platform integration | Custom workflow statuses |
| Core Feature 3 | Automated macro responses | Real-time activity stream |
| Core Feature 4 | Customer revenue tracking | Built-in time tracking |
| Core Feature 5 | Self-service help center | Task and subtask hierarchies |
| Role in This Integration | Acts as the trigger source when high-priority support tickets are flagged. | Acts as the destination where tasks are automatically created for cross-departmental resolution. |
Why Set Up a Gorgias Wrike Integration
When support agents encounter critical customer roadblocks, bridging the gap between customer communication and engineering or product teams is vital. Because there is no native integration between these two platforms, establishing a workflow via Zapier & Make dismantles the operational silo.
The primary use case for this connection is to automatically create a Wrike task whenever a high-priority support ticket is flagged in Gorgias to streamline cross-departmental bug resolution. This ensures that engineering, product, or operational teams instantly receive actionable task data with all necessary customer context attached, eliminating manual handoffs and reducing resolution times for urgent tickets.
Step-by-Step Setup Guide
Step 1: Review Prerequisites and Accounts
Before configuring your integration via Zapier or Make, verify that you have active administrative accounts for both Gorgias and Wrike. Ensure that your Gorgias account has the proper tagging rules or priority labels established, and that your Wrike account has a designated project or folder ready to receive incoming bug or ticket tasks.
Step 2: Choose Your Integration Platform
Log into your preferred automation builder (such as Zapier or Make). Create a new automation project or "Zap/Scenario" and select Gorgias as your trigger application.
Step 3: Configure the Gorgias Trigger
Set up the trigger event in your automation platform to monitor Gorgias for new or updated tickets. Filter the trigger criteria specifically to look for tickets flagged with a high-priority tag or status. Authenticate your Gorgias account using your API credentials when prompted.
Step 4: Configure the Wrike Action
Add Wrike as the subsequent action step in your workflow and select the action to create a new task. Authenticate your Wrike account and select the target project, folder, or space where the new task should land.
Step 5: Map Ticket Fields to Task Fields
Map the incoming data fields from Gorgias to the corresponding task fields in Wrike. Map the Gorgias ticket subject to the Wrike task title, and include the ticket body, customer details, and ticket URL in the Wrike task description so downstream teams have full context.
Step 6: Test and Go Live
Run a test payload by flagging a sample ticket in Gorgias as high-priority. Verify that the automation successfully creates a corresponding task in Wrike with all mapped fields populated correctly. Once confirmed, turn your automation live.
Common Troubleshooting Issues
Tasks not generating in Wrike from Gorgias tickets
- Symptom: High-priority tickets are flagged in Gorgias, but no corresponding tasks appear in Wrike.
- Likely Cause: The automation trigger filter is looking for specific tag naming conventions that do not match the applied Gorgias tag.
- Fix: Review your Zapier or Make trigger configuration to ensure the tag text string matches your Gorgias priority tag exactly, including case sensitivity.
Missing customer context in Wrike task descriptions
- Symptom: Wrike tasks are created successfully, but the description field is empty or missing key ticket details.
- Likely Cause: Data fields were left unmapped or mapped to incorrect placeholder variables during the setup phase.
- Fix: Return to the field mapping step in your automation builder and explicitly assign the Gorgias ticket body and customer identifiers to the Wrike task description attributes.
Authentication or permission errors during connection
- Symptom: The automation platform throws an error and fails to connect to either Gorgias or Wrike.
- Likely Cause: The user account authenticating the connection lacks administrative or API access rights in one of the tools.
- Fix: Log out of the third-party tool, sign in using an account with full administrator permissions, and re-authenticate the connection within your automation platform.
Duplicate tasks generated for a single support ticket
- Symptom: Multiple identical tasks are created in Wrike every time a single Gorgias ticket is updated.
- Likely Cause: The trigger is set to fire on "Any Ticket Update" instead of "Ticket Created" or "Tag Added," causing it to re-trigger on subsequent internal comments.
- Fix: Update your trigger event criteria to fire exclusively when a ticket is first created or when the specific priority tag is initially applied.
Frequently Asked Questions
Does Gorgias integrate natively with Wrike?
No, there is currently no native integration between Gorgias and Wrike. Users must connect the two platforms using third-party automation tools like Zapier or Make to automate workflows between them.
What is the Gorgias Wrike integration used for?
The primary use case is to automatically create a Wrike task whenever a high-priority support ticket is flagged in Gorgias to streamline cross-departmental bug resolution. This keeps support and engineering teams aligned without manual data entry.
How much does it cost to use Gorgias and Wrike?
Gorgias starts at $10 per month for up to 300 billed tickets on its Basic plan. Wrike starts at $10 per user/month, billed annually on its Team plan. Keep in mind that using third-party automation platforms like Zapier or Make may incur separate subscription costs depending on your task volume.
Can I map custom fields from Gorgias into Wrike tasks?
Yes, when configuring your automation workflow through Zapier or Make, you can map custom data fields, ticket tags, and customer metadata from Gorgias into the description or custom fields of your Wrike tasks.
What permissions do I need to connect Gorgias to Wrike?
You will need administrative or API access privileges in both your Gorgias and Wrike accounts to successfully authorize the connection and configure triggers and actions within an automation platform.
Get Started with Gorgias and Wrike
Ready to connect your customer support and project management workflows? Explore the platforms below to get started:
- Try Gorgias
- Try Wrike
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